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Fidelity National Info Services

Company: Fidelity National Information Services, Inc. (FIS) Jacksonville, FL
Company Description: Fidelity National Information Services, Inc. (FIS) provides information-based technology solutions and processing services to the mortgage and financial services industries. FIS’ contact center, “PowerCell,” supports 97 mortgage lending and 216 third- party/vendor customers, which include six of the top 10 mortgage lenders.
Nomination Category: Individual Awards Categories
Nomination Sub Category: Best Customer Service Executive

Nomination Title: Tom Peterson, SVP PowerCell

   1. Tell the story about what this nominee achieved in the past year (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

The mortgage division of Fidelity National Information Services, Inc. (FIS) provides information-based mortgage technology solutions and processing services to mortgage and financial services companies. FIS processes nearly 45 percent of all U.S. residential mortgages.  FIS’ contact center, known as “PowerCell,” views customers as partners and every contact is a chance to grow that relationship. Tom Peterson’s goal is to build on that principle and to continuously explore new opportunities for enhancing customer satisfaction.  Tom is a Senior Vice President and the leader of FIS’ support organization. PowerCell is the “voice” of the customer. As such, Tom is insistent that PowerCell have influence internally with teams such as Product Strategy and Development. Tom has mandated that PowerCell meet with customers throughout the year. He participates in some of these face-to-face meetings to get direct feedback on support and suggestions on making it better. Meeting with an executive was a new experience for our customers, allowing them to share first-hand their ideas on improving support. Customer feedback provides direction on what new products and services are needed. Tom ensures that customers are heard by FIS.

FIS conducts an annual Customer Satisfaction Survey. Since Tom joined PowerCell, our response rate has climbed higher, going from 48% in 2002 to 99% to 2005. In 2005, our satisfaction rating climbed to an all-time high of 5.3 (survey has a six-point scale).

Tom is an advocate for internal satisfaction, too, searching for ways to simplify the support process. For example, PowerCell keeps all client information and is the contact point for any internal requests. Maintaining client information was challenging - there was no one place to find all of the details. Since FIS uses Blackberries as the communication tool of choice, and every executive and manager has one on their person at all times, Tom felt this would be the perfect place to house client information. He challenged PowerCell’s Internal Operations team to design a solution. As a result, an application was created that can be run and maintained on the device. When Tom joined PowerCell, our delivery of support had already been considered a success. He could have simply followed the path that was already defined. But, that is not what a true leader does and Tom is a leader. He motivates those around him and never seems to slow down. It seems his mind is at work 24 x 7, as recognized by the emails and pages he sends in the wee hours of the morning.   In times of crisis, Tom’s not the type of manager who says “call me when it is over.” He rolls up his sleeves and remains involved until resolution is found. Tom feels strongly on the value of communication. He wants everyone to know what he knows. He keeps the PowerCell teams updated, announcing company successes, recognizing employees for a job well done, sharing client news, etc., so that everyone feels part of a larger team.  Tom is 100% dedicated to customer satisfaction. He is FIS’ Best Customer Service Executive.

   2. List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:

   3. Provide a brief (up to 100 words) biography about the nominee:

Tom Peterson is senior vice president of the PowerCell organization. As PowerCell’s leader, Tom manages approximately 140 staff members (consultants, Service Executives and Regional managers).   Tom is a longstanding member of the military and currently a Commander in the United States Navy, where he serves as a reservist. After 10 years of active service, he left active duty to pursue other business and entrepreneurial interests. He joined FIS’ Sales team in 1998, holding numerous Sales’ management positions before joining PowerCell in 2002. Tom is a graduate of Iowa State University and the NROTC program. He is actively pursuing his MBA at Jacksonville University.